InMoment XI

APRIL 5, 2022

InMoment recently dove into the financial services industry’s 2022 outlook—and there’s a lot to unpack. Through our dedicated Strategic Insights Team, we collected data from bank, wealth advisor, and credit union consumers and employees across North America.

Banking 295

Banking Trends Customer Experience Self Service 295

NICE inContact

JANUARY 16, 2018

Customers place resolving issues in the quickest way possible as their top driver of channel performance – whether agent assisted or self-service. While demand for fast resolution across channels isn’t exactly surprising, what is surprising is the level of proactivity consumers expect from businesses.

Self Service 240

Self Service Customer Experience Omni-Channel Contact Center 240

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes.

Customer Service 97

Customer Service Self Service B2B Retail 97

Comm100

JANUARY 11, 2023

Competition and expectations go hand-in-hand – as the former rises, so too does the latter. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Customers look for 24/7 convenience.

Customer Service 218

Customer Service Self Service Chatbots Healthcare 218

Lumoa

SEPTEMBER 30, 2022

This, in turn, allows you to build better products and features designed to meet your customers’ biggest needs, all while making timely adjustments that produce better results. . Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond. Real-Time Everything.

Banking 236

Banking Customer Experience Self Service Financial 236

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 62

Self Service Trends Customer Service Chatbots 62

Lumoa

JULY 17, 2023

If you’re wondering how to get started with your digital transformation and what aspects to prioritize, this article is the perfect starting point! Companies must be able to adapt to a dynamic market environment in order to stay competitive and retain customers. It is no longer a competitive advantage but a necessity.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

GetFeedback

MAY 17, 2018

So how is this innovation and growth affecting customer support as a whole? Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. That means happier customers and fewer support cases for your team.

Customer Satisfaction 207

Customer Satisfaction Omni-Channel Self Service Knowledge Base 207

CSM Magazine

JULY 18, 2023

The customer service landscape is experiencing a fundamental transition as a result of changing customer expectations, technological improvements, and the pursuit of excellent client experiences. The Rise of Omnichannel Support The rise of omnichannel support is one of the most noticeable changes in customer service.

Customer Centricity 52

Customer Centricity Self Service Customer Service Omni-Channel 52

COPC

FEBRUARY 19, 2016

Customers are still calling into the contact center to resolve many issues. However, two-thirds of consumers surveyed by Execs In The Know and COPC Inc. utilize multiple channels, including self-service options. Yes, your self-service program relies on technology to deliver information to your customers.

Self Service 40

Self Service System Multi-Channel Contact Center 40

Kayako

MAY 27, 2020

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. My Comment: Is customer service getting better?

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Customer Journeys 123

Customer Journeys Brands Sales Contact Center 123

Team Support

JULY 25, 2023

Put the Customer Experience First with Chatbots Why does your customer service tech stack matter? Consider this… customers make up 74% of business revenue and poor customer experiences have led 89% of consumers to switch over to competing companies. What does that mean for the bottom line?

Self Service 98

Self Service Chatbots Knowledge Base Poor Customer Service 98

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

Customer Experience 100

Customer Experience Self Service Advertising Customer Expectations 100

Solvvy

JANUARY 7, 2020

A lot of consumers would probably say they’d rather hold on to the falsely-advertised couch than bother to deal with a return. That’s because they don’t trust the customer support process and would rather eat their losses now than waste extra time on a process that still may not deliver results.

Self Service 48

Self Service Consumers Knowledge Base Chatbots 48

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Is your CX strategy up to the task of meeting customers’ expectations going into 2024?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Self-Service Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Email is still a huge player for customers of all age groups in 2021.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. exist for customer assistance.

Tips 70

Tips Self Service Strategy Customer Experience 70

CSM Magazine

MAY 30, 2023

Realistically, I believe the challenge for most contact centres will be managing the transition from self-service to assisted service, when an agent takes over from a bot’s failed attempt to resolve the customer interaction. Dropping the Baton In this scenario, the chatbot runs a good leg.

Omni-Channel 52

Omni-Channel Self Service Chatbots Contact Center 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. customers say most companies need to improve the experience they deliver.

Brands 104

Brands Customer Experience Self Service e-support 104

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. By starting from the inside.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

C3Centricity

AUGUST 4, 2020

What makes a great customer care centre? Customers these days expect a response in minutes or hours rather than days. Recent research shows that 88% of customers expect a response from your business within 60 minutes, while 30% expect a response within 15 minutes or less! Then we would love to support you.

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

SaleMove

JUNE 7, 2021

Whether in a self-service or agent-assisted environment, that can save consumers and representatives the time and frustration sorting through responses and having to figure out which one is the best to use. Conversational AI can serve up links to KB articles or use pieces of information to assist customers and agents alike.

Knowledge Base 52

Knowledge Base Self Service Chatbots Comparison 52

CSM Magazine

JUNE 19, 2022

Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line. Research by Microsoft found that 58% of consumers simply switch companies when they have a poor customer service experience. The Cost of Bad Customer Service.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. customers say most companies need to improve the experience they deliver.

Brands 86

Brands Customer Experience Self Service e-support 86

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. customers say most companies need to improve the experience they deliver.

Brands 83

Brands Customer Experience Self Service e-support 83

Kustomer

JUNE 30, 2022

As the modern retail experience has shifted in recent years, so have the expectations of the modern consumer. Traditional, reactive customer support, during which companies only address customer issues after they’ve taken place, is no longer enough for today’s customers. Customer expectations are heightened.

Examples 95

Examples Self Service e-support Chatbots 95

CSM Magazine

SEPTEMBER 18, 2019

And it is used daily all over the world to symbolise the shift towards a consumer focused, digital economy, where the dynamics between consumer and provider is equitable, transparent and fair. This Uberization effect has come to all services; where the customer comes first and real-time messaging is key.

Self Service 74

Self Service Retail Communication Consumers 74

Call Experts

FEBRUARY 17, 2022

Then, commit to improving your customer experience by hiring customer experience experts. . This article will dive into how you can improve your customer service. Also, we will review relevant contact center services, the future of customer experience, some examples, and why customer service is so important. .

Contact Center 98

Contact Center Customer Service Self Service How To 98

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Meeting 65

Meeting Customer Service Self Service Customer Service Representative 65

CSM Magazine

FEBRUARY 7, 2023

Look Back to Look Ahead How willing are customers to forgive brands for poor experiences? Calabrio’s own research reveals that most consumers will only tolerate 2 (44%) or 3 (30%) negative interactions before switching brands. It also uncovered that 3 in 5 consumers would switch brands due to negative contact centre experiences.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48